AI is giving us a chance to redesign how work actually gets done. Most companies are using it to go faster in the wrong direction. Reminds me of the Business Process Re-engineering push. Same failure mode, different decade. Hammer and Champy warned us that automating a broken process just gives you a faster broken process. The unlock isn't better process mining. It's designing new processes around what AI actually makes possible. I've been watching a familiar pattern emerge a

The contact center AI market is moving fast. Funding rounds are getting bigger, new startups are launching every week, and every CCaaS platform is racing to embed AI into its stack. From the outside, it looks like the opportunity is already quickly locking up. It isn't. In fact, right now is one of the best windows I've seen for early-stage AI companies to build channel traction if they move deliberately. A few observations. The integration layer is becoming the battleground

I’m excited to share that I’ll be serving as one of the judges for the Voice AI Startup Pitch Event at Project Voice 2026 in Chattanooga later this month. Project Voice has long been one of the most important gatherings in the voice and conversational AI space, and I’m looking forward to hearing from a strong group of startups building in voice AI, contact center AI, testing, evaluation, and related infrastructure. This role is especially meaningful to me because my work to